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davidayton
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WiFi Dropping Out

Hi everyone,

I'd appreciate any insight anyone on here may have as to why my wifi occasionally drops out. It is most noticeable when streaming music on amazon echo devices, as the music or the radio just stops - but we've also had buffering on the smart TV and zoom calls just freezing recently.

I did a factory reset on Sunday after searching this forum, however my work calls today have all frozen up at some point.

Router status and BQM graph posted below. The latency is high on the BQM graph and there are times when dropped packets are clearly high!

Thanks for your help with this one.

David

 

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

14027500002.738256 qam30
22027500005.338256 qam9
32107500004.938256 qam10
42187500004.538256 qam11
5226750000438256 qam12
6234750000438256 qam13
7242750000438256 qam14
82507500003.938256 qam15
92587500003.738256 qam16
102667500003.438256 qam17
11274750000338256 qam18
122827500002.938256 qam19
13290750000338256 qam20
142987500003.538256 qam21
153067500003.738256 qam22
163147500003.538256 qam23
173227500002.938256 qam24
183307500002.538256 qam25
19370750000338256 qam26
203787500002.538256 qam27
21386750000238256 qam28
223947500002.238256 qam29
234107500003.438256 qam31
244187500003.238256 qam32



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.6620
2Locked38.660
3Locked38.650
4Locked38.6180
5Locked38.9190
6Locked38.6230
7Locked38.650
8Locked38.960
9Locked38.970
10Locked38.960
11Locked38.660
12Locked38.6130
13Locked38.9110
14Locked38.9190
15Locked38.9210
16Locked38.6190
17Locked38.9240
18Locked38.990
19Locked38.6210
20Locked38.9330
21Locked38.9550
22Locked38.9520
23Locked38.9580
24Locked38.91110

 

 

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000043.3512064 qam1
23259998143.3512064 qam4
33940000043.3512064 qam3
44620000043.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0000
4ATDMA0030

 

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davidayton
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Re: WiFi Dropping Out

 

 

 

Network Log

Time Priority Description

26/01/2021 14:49:10noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
26/01/2021 14:49:10ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 22:34:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
25/01/2021 12:22:8noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 20:09:53criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:52:42noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:52:30noticeUnit has been restored to factory defaults from a software issued command;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 17:42:37noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
01/01/1970 00:01:40criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
24/01/2021 15:39:54noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 16:52:39criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 11:43:12noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
21/01/2021 11:43:12ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 10:57:3criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 23:43:11noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt057-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
17/01/2021 23:43:11ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 01:09:56criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 01:07:9noticeSW download Successful - Via NMS
15/01/2021 01:05:16noticeSW Download INIT - Via NMS
14/01/2021 15:52:55noticeLAN login Success;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

 

 

BQM.png

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davidayton
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Re: WiFi Dropping Out

Just thought I'd update this with more information and BQM graphs - had complete wifi drop outs on Friday at 12:50pm and just after 5pm - this aligns with high latency and packet loss on the BQM graph. 

504888fea50de21be267fc04630084f81ba4261e-30-01-2021.png

Also the router status now displaying more T3 Timeouts on the upstream channels.

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15370000043.3512064 qam1
23260000043.3512064 qam4
33940000043.3512064 qam3
44620000043.3512064 qam2



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0010
2ATDMA0010
3ATDMA0030
4ATDMA0030
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Adduxi
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Re: WiFi Dropping Out

Power levels are fine.  However your BQM would point to overutilisation in the area.  Not much you can do about that, except wait for VM to add additional capacity in your area.

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davidayton
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Re: WiFi Dropping Out

Thanks for this Adduxi. Just waiting for someone from VM to see this.

Reposting the BQM from Friday for info too.

504888fea50de21be267fc04630084f81ba4261e-30-01-2021.png

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Razimania
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Re: WiFi Dropping Out

My wifi started dropping regularly around last October on all devices at the same time. It got really frustrating. Had an engineer visit but no improvement - was told it was simply due to high demand during lockdown and interference from neighbours' internet. My internet was fine (into the hub from outside) and it worked flawlessly when laptops were wired via ethernet directly to the hub 3, but the wifi was unreliable/unstable at random times during the day.

This week I have finally set up a router (TP Link Archer 1750) and connected it to the hub 3 which i'd put into modem mode. The router cost £75 but am really happy with the performance so far. Fast via wifi and ethernet and the wifi hasnt dropped once (5 days so far). Highly recommended.

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jbrennand
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Re: WiFi Dropping Out

A new router will do nothing for the O.P.

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
davidayton
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Re: WiFi Dropping Out

My understanding was that VM replied to posts to the forums in the order they were posted. I've just come across posts from this week which have received a response - I posted my original message in the last week of January and I am yet to receive a VM response.

Having been monitoring the BQM graph for three weeks now - it is evident that moments when streaming services buffer or cut out, or when video calls freeze and drop off align with times on the graph of sustained high latency and packet loss on the connection. This happens across wired and wireless devices.

I appreciate the community responses saying this points to over utilisation in the area, however I would like Virgin to acknowledge this and let me know if there is a technical problem, or any work in the pipeline to address this issue. Virgin boast about the reliability of their connection - however this is not what I experience anymore. 

As for this being a cause of more home working and schooling during lockdown - I also had streaming TV buffering a lot between 9 and 10pm last night - which is not a prime time for activity related to home working and schooling. 

BQM graphs from the past two days posted below for reference. I await a response from Virgin Media about this issue.

Thanks

David

8fb3c5f7d55b8dd7ef9bfd4c2303c6de7f4888c4-10-02-2021.png4756c40a8e2f14c667cccca42d6300edb44bca86-08-02-2021.png

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